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Service Desk Specialist
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We are seeking an experienced and dedicated IT professional to take on a Service Desk role. The ideal candidate will be the first point of contact for technical assistance, providing initial support to end-users and clients.
Key Responsibilities:- Respond promptly and professionally to service desk requests via phone, email, and ticketing systems
- Diagnose, troubleshoot, and resolve Level 1 incidents and requests related to hardware, software, network, and other technical issues
- Accurately document all user interactions, solutions, and outcomes within the ticketing system
- Escalate complex issues to Level 2 or 3 teams in accordance with established protocols
- Collaborate with team members and support vendors to resolve issues swiftly and effectively
- Paid parental leave
- Ongoing investment in professional development through industry certifications
- Mental health support through our Employee Assistance Program
- Employee benefits and recognition platform
- Strong knowledge of network, hardware, and software troubleshooting
- Experience in remote support tools
- Experience with ITSM ticketing system (Manage Engine)
- Experience with Active Directory, Windows 11
- Basic experience troubleshooting IOS and Android
